INDUSTRY INSIGHTS YOUR PEERS ARE READING
Here are five of the most important victories for K-12 connectivity in 2017. In 2017, many states around the U.S. That cost is now only $4.90, and has dropped 30% from 2016 to 2017 alone. MORE
Throughout 2017, we’ve discussed many of the top challenges facing contact centers and the authentication industry. MORE
7 November 2017. 21 November 2017. < Consumer confidence is a funny thing. It is little more than a feeling, and yet it drives millions of dollars in business—especially around this time of year. MORE
Once again, Temkin Group is publishing a new infographic as part of our CX Day celebration. Take a look at last year’s ultimate CX infographic. Here are links to download different versions of the infographic: Infographic: in.jpg format, in.pdf format 18″ x 24″ poster: in.jpg format, in.pdf format This post is part of the Customer Experience Professionals Association’s Blog Carnival “Celebrating Customer Experience.” MORE
So, celebrate your successes for 2017 but prepare for new challenges in 2018. As the hustle and bustle of 2017 come to a close, here is a list of our top ten Customer Experience concepts to get your new year off to an emotionally engaging start. MORE
In this post, I examine the 2017 Temkin Emotion Ratings for the U.S. In January 2017, we surveyed 10,000 U.S. You can access the full datasets in the 2017 Temkin Experience Ratings, US and in the 2017 Temkin Experience Ratings, UK. 2017 Temkin Ratings 2017 UK Temkin Ratings Customer experience Emotionand UK, which is one of the components of the overall Temkin Experience Ratings, the openly available standard for CX metrics. MORE
We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. Customer Service Blog MORE
. The Three Trends You Can’t Ignore in CX Today. As a Customer Experience professional, understanding three trends today is imperative. Without accepting these tenets, you are thwarting your success before you even begin. MORE
Interestingly, there are 5 top trends that drove the digital change for contact centers in 2017. The post Contact Center Trends for 2017 appeared first on Revation Systems. MORE
The post Released October 18, 2017 appeared first on Sharpen Contact Center Software. MORE
DMG Consulting Releases 2017 Workforce Optimization Mid-Year Market Share Report. What: Releases 2017 Workforce Optimization Mid-Year Market Share Report. When: Today, 1 November 2017. Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2017 Workforce Optimization Mid-Year Market Share Report. million between the first half of 2016 and 2017. MORE
(2017) DMG in the News MORE
Joined by all the brightest minds in telecommunications, team Convoso spent the week of June 27-30 as exhibitors at Call Center Week 2017. tradeshow Convoso call center week call center week 2017 MORE
In this post, I examine the 2017 Temkin Effort Ratings for the U.S. In January 2017, we surveyed 10,000 Read More. 2017 Temkin Ratings 2017 UK Temkin Ratings Customer experienceand UK, which is one of the components of the overall Temkin Experience Ratings, the openly available standard for CX metrics. MORE
I attended the ICMI Conference and Expo in Orlando, Fla., last week. It was a great event. I got to talk about ChatBots and OmniChannel, outsourcing in Granada and customer satisfaction surveys. I had a great demo from Gladly. If you haven’t seen their product, you really need to check it out. MORE
Top Ten Contact Center and Servicing Goals for 2017. In November and December 2016, DMG conducted a worldwide survey of contact center and enterprise servicing goals for 2017. The top ten contact center and enterprise servicing goals for 2017, in order of priority, are: Deliver an outstanding customer experience (60.8 What’s New in 2017? Delivering a personalized customer experience showed up on the list of contact center and servicing goals for the first time in 2017. MORE
PanTerra’s Streams has been awarded the 2017 Frost and Sullivan Cloud Communications and Collaboration New Product Innovation Award. Frost & Sullivan 2017 New Product Innovation AwardThe award and accompanying report outlines the importance of a unified communications and collaboration experience for organizations and the complexities facing decision makers when moving to the cloud. MORE
As a Happy New Year gift to you, I’m sharing four of my favorite books from 2017. I’d love to hear some of your favorite books from 2017, or to just hear about what you’re reading right now. Note: This is a rare post that is not about customer service. MORE
We’re pleased to announce that Peter Lavers will attend the IBM Amplify 2017 conference in Las Vegas in March in his role as a Watson Commerce Futurist. The post IBM Amplify 2017 appeared first on Think CX. MORE
For 2017, not surprisingly, the emphasis was on people-centric topics. The end of December is a great time to reflect on the past year. It’s also a time when I like to dip into our blog statistics to see which topics appealed most to readers. MORE
On the surface, call centers haven’t changed much over the last few decades. They still serve essentially the same purpose — to act as a customer service center, a sales department or both. But that’s just the surface. MORE
The post The Happiest Way to Spend Your Money in 2017 appeared first on. A lot of people give the millennial generation a hard time, but when it comes to customer experience, the millennials’ thinking is spot on. MORE
The post Watch Brian LaRoche Present at CCW Online March 14th, 2017 appeared first on CallMiner. Watch our own Brian LaRoche present at the upcoming coming CCW Online Event focused around Customer Experience Game Changers. MORE
Know what I love best about the contact center industry? It is as relevant and as important today as ever. We are continuously challenged to find better processes to improve our customer experiences and employee successes. MORE
Jenny and I had the privilege and honor of presenting at the 2017 ICMI Contact Center Conference last week in Orlando, Florida. The post Breaking the Ice Episode #13: What We Shared at the 2017 ICMI Conference appeared first on Customer Service Life. MORE
We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2017. The research examines Net Promoter Scores® (NPS®) and the link to loyalty for 58 tech vendors based on feedback from 800 IT decision makers in large North American organizations. We also compared overall results to our benchmarks from the previous five years. Here’s the executive summary: For the sixth year in a row, we looked at the correlation between NPS and loyalty for technology vendors. MORE
The post Top Call Center Conferences 2017: 49 Must-Attend Events to Learn the Latest Trends and Technologies for Boosting Call Center Performance appeared first on CallMiner. MORE
This article was originally published on the FCR blog on June 9, 2017. I had a fantastic time at the 2017 Contact Center Expo and Conference in Orlando, Florida. The post Recapping the 2017 ICMI Contact Center Conference appeared first on Customer Service Life. MORE
It’s November. We are celebrating Thanksgiving in the U.S., so it’s a great time to talk about gratitude. Our gratitude for our families, our communities and in our contact centers. That’s right… there is much to be thankful for in our centers. MORE
The post Released November 1, 2017 appeared first on Sharpen Contact Center Software. MORE
I hope your plans are in place and you are starting your celebrations for this week’s recognition of National Customer Service Week. The first week of October is always important for our centers as we show our appreciation and support for the people who have the opportunity to make a difference. MORE
This year we’re publishing the 2017 Temkin Forgiveness Ratings, UK, which evaluates 157 companies across 16 industries based on a survey of 5,000 […]. 2017 UK Temkin Ratings Benchmarks Bruce Temkin Research Customer experience Industry Data Temkin Group ResearchEvery organization makes some mistakes, so an important area of loyalty is the willingness of customers to forgive them. That’s why Temkin Group has been measuring forgiveness for several years in the U.S. MORE
Call center QA and monitoring teams are responsible for ensuring the quality of interactions between call center representatives and consumers. It goes without saying that this is an incredibly complex undertaking, particularly in large organizations with thousands of call center agents having many thousands of interactions with consumers every day. The problems that plague the […]. MORE
We’ve managed to top ourselves again by bringing to inContact’s user conference (ICUC) at NICE Interactions 2017 one of the hottest celebrities on the scene – Alec Baldwin! The post ICUC 2017 at NICE Interactions Welcomes Keynote Speaker – Alec Baldwin! MORE
Just 12 months ago in 2015, they scored 7.33; in 2017, just 7.08. in 2017. www.warc.com 4 December 2017. 28 November 2017. 23 November 2017. 4 December 2017. < Every time I go back to the UK I feel like I took a step back in time. MORE
2017 Customer Experience Resolutions Lynn Hunsaker. What’s new in 2017 customer experience management? The post 2017 Customer Experience Resolutions appeared first on ClearAction Customer Experience Consulting. CX Best Practices 2017 customer experience MORE
Help make 2017 a great year for your customers too. The post Ensure 2017 Is YOUR Year: 3 critical things to avoid! Let’s face it; the holiday season is well over and becoming difficult to even remember. It’s time to get cracking. MORE
Hurricane Harvey, the first Category 4 hurricane to hit the United States in more than a decade, has devastated communities across southeast Texas. The water that rained from the skies on Texas has been measured in the trillions of gallons. Trillions. MORE
The post Looking Back on Customer Service Week 2017 appeared first on Aspect Blogs. It’s no secret that unhappy customers are much more likely to spread their poor customer service story than a happy customer. And why not? MORE
Below is a list of the contact center acquisitions that we think were the most impactful in 2017. This transaction actually closed in December of 2016, but we’ll let it sneak in to 2017 because it is so significant. MORE
Who could ask for anything more? Patents, awards, contracts and customers! There are times when you are so grateful, you just have to shout it out and tell all your friends. This year has been especially productive and rewarding making all of us at Envision so incredibly honored and proud. MORE
2017 Related Topics Beyond Philosophy
DECEMBER 25, 2017
So, celebrate your successes for 2017 but prepare for new challenges in 2018. As the hustle and bustle of 2017 come to a close, here is a list of our top ten Customer Experience concepts to get your new year off to an emotionally engaging start.
Beyond Philosophy
JANUARY 16, 2017
Help make 2017 a great year for your customers too. The post Ensure 2017 Is YOUR Year: 3 critical things to avoid! Let’s face it; the holiday season is well over and becoming difficult to even remember. It’s time to get cracking.
Beyond Philosophy
FEBRUARY 6, 2017
The post The Happiest Way to Spend Your Money in 2017 appeared first on. A lot of people give the millennial generation a hard time, but when it comes to customer experience, the millennials’ thinking is spot on.
Convoso
JULY 5, 2017
Joined by all the brightest minds in telecommunications, team Convoso spent the week of June 27-30 as exhibitors at Call Center Week 2017. tradeshow Convoso call center week call center week 2017
Callminer
MARCH 10, 2017
The post Watch Brian LaRoche Present at CCW Online March 14th, 2017 appeared first on CallMiner. Watch our own Brian LaRoche present at the upcoming coming CCW Online Event focused around Customer Experience Game Changers.
Peter Lavers
JANUARY 10, 2017
We’re pleased to announce that Peter Lavers will attend the IBM Amplify 2017 conference in Las Vegas in March in his role as a Watson Commerce Futurist. The post IBM Amplify 2017 appeared first on Think CX.
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Callminer
FEBRUARY 28, 2017
The post Top Call Center Conferences 2017: 49 Must-Attend Events to Learn the Latest Trends and Technologies for Boosting Call Center Performance appeared first on CallMiner.
Myra Golden Media
JANUARY 2, 2018
As a Happy New Year gift to you, I’m sharing four of my favorite books from 2017. I’d love to hear some of your favorite books from 2017, or to just hear about what you’re reading right now. Note: This is a rare post that is not about customer service.
Fonolo
NOVEMBER 21, 2017
Below is a list of the contact center acquisitions that we think were the most impactful in 2017. This transaction actually closed in December of 2016, but we’ll let it sneak in to 2017 because it is so significant.
ClearAction
DECEMBER 31, 2016
2017 Customer Experience Resolutions Lynn Hunsaker. What’s new in 2017 customer experience management? The post 2017 Customer Experience Resolutions appeared first on ClearAction Customer Experience Consulting. CX Best Practices 2017 customer experience
Customer Experience Matters
JULY 17, 2017
In this post, I examine the 2017 Temkin Effort Ratings for the U.S. In January 2017, we surveyed 10,000 Read More. 2017 Temkin Ratings 2017 UK Temkin Ratings Customer experienceand UK, which is one of the components of the overall Temkin Experience Ratings, the openly available standard for CX metrics.
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DMG
APRIL 4, 2017
(2017) DMG in the News
Customer Experience Matters
JULY 31, 2017
In this post, I examine the 2017 Temkin Emotion Ratings for the U.S. In January 2017, we surveyed 10,000 U.S. You can access the full datasets in the 2017 Temkin Experience Ratings, US and in the 2017 Temkin Experience Ratings, UK. 2017 Temkin Ratings 2017 UK Temkin Ratings Customer experience Emotionand UK, which is one of the components of the overall Temkin Experience Ratings, the openly available standard for CX metrics.
Contact Center Pipeline
SEPTEMBER 6, 2017
Hurricane Harvey, the first Category 4 hurricane to hit the United States in more than a decade, has devastated communities across southeast Texas. The water that rained from the skies on Texas has been measured in the trillions of gallons. Trillions.
Contact Center Pipeline
DECEMBER 27, 2017
Here are five of the most important victories for K-12 connectivity in 2017. In 2017, many states around the U.S. That cost is now only $4.90, and has dropped 30% from 2016 to 2017 alone.
DMG
MARCH 15, 2017
Top Ten Contact Center and Servicing Goals for 2017. In November and December 2016, DMG conducted a worldwide survey of contact center and enterprise servicing goals for 2017. The top ten contact center and enterprise servicing goals for 2017, in order of priority, are: Deliver an outstanding customer experience (60.8 What’s New in 2017? Delivering a personalized customer experience showed up on the list of contact center and servicing goals for the first time in 2017.
Convoso
AUGUST 7, 2017
On the surface, call centers haven’t changed much over the last few decades. They still serve essentially the same purpose — to act as a customer service center, a sales department or both. But that’s just the surface.
Beyond Philosophy
OCTOBER 2, 2017
. The Three Trends You Can’t Ignore in CX Today. As a Customer Experience professional, understanding three trends today is imperative. Without accepting these tenets, you are thwarting your success before you even begin.
Contact Center Pipeline
NOVEMBER 2, 2017
It’s November. We are celebrating Thanksgiving in the U.S., so it’s a great time to talk about gratitude. Our gratitude for our families, our communities and in our contact centers. That’s right… there is much to be thankful for in our centers.
Contact Center Pipeline
MAY 2, 2017
Know what I love best about the contact center industry? It is as relevant and as important today as ever. We are continuously challenged to find better processes to improve our customer experiences and employee successes.
Customer Experience Matters
SEPTEMBER 11, 2017
We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2017. The research examines Net Promoter Scores® (NPS®) and the link to loyalty for 58 tech vendors based on feedback from 800 IT decision makers in large North American organizations. We also compared overall results to our benchmarks from the previous five years. Here’s the executive summary: For the sixth year in a row, we looked at the correlation between NPS and loyalty for technology vendors.
Customer Service Life
JUNE 26, 2017
This article was originally published on the FCR blog on June 9, 2017. I had a fantastic time at the 2017 Contact Center Expo and Conference in Orlando, Florida. The post Recapping the 2017 ICMI Contact Center Conference appeared first on Customer Service Life.
Revation Systems
DECEMBER 11, 2017
Interestingly, there are 5 top trends that drove the digital change for contact centers in 2017. The post Contact Center Trends for 2017 appeared first on Revation Systems.
TRUSTID
DECEMBER 28, 2017
Throughout 2017, we’ve discussed many of the top challenges facing contact centers and the authentication industry.
Beyond Philosophy
DECEMBER 19, 2017
Just 12 months ago in 2015, they scored 7.33; in 2017, just 7.08. in 2017. www.warc.com 4 December 2017. 28 November 2017. 23 November 2017. 4 December 2017. < Every time I go back to the UK I feel like I took a step back in time.
PanTerra
DECEMBER 19, 2017
PanTerra’s Streams has been awarded the 2017 Frost and Sullivan Cloud Communications and Collaboration New Product Innovation Award. Frost & Sullivan 2017 New Product Innovation AwardThe award and accompanying report outlines the importance of a unified communications and collaboration experience for organizations and the complexities facing decision makers when moving to the cloud.
Contact Center Pipeline
OCTOBER 3, 2017
I hope your plans are in place and you are starting your celebrations for this week’s recognition of National Customer Service Week. The first week of October is always important for our centers as we show our appreciation and support for the people who have the opportunity to make a difference.
Beyond Philosophy
DECEMBER 20, 2017
7 November 2017. 21 November 2017. < Consumer confidence is a funny thing. It is little more than a feeling, and yet it drives millions of dollars in business—especially around this time of year.
SharpenCX
OCTOBER 31, 2017
The post Released November 1, 2017 appeared first on Sharpen Contact Center Software.
SharpenCX
OCTOBER 17, 2017
The post Released October 18, 2017 appeared first on Sharpen Contact Center Software.
Customer Service Life
MAY 31, 2017
Jenny and I had the privilege and honor of presenting at the 2017 ICMI Contact Center Conference last week in Orlando, Florida. The post Breaking the Ice Episode #13: What We Shared at the 2017 ICMI Conference appeared first on Customer Service Life.
Customer Experience Matters
OCTOBER 3, 2017
Once again, Temkin Group is publishing a new infographic as part of our CX Day celebration. Take a look at last year’s ultimate CX infographic. Here are links to download different versions of the infographic: Infographic: in.jpg format, in.pdf format 18″ x 24″ poster: in.jpg format, in.pdf format This post is part of the Customer Experience Professionals Association’s Blog Carnival “Celebrating Customer Experience.”
inContact
JANUARY 19, 2017
We’ve managed to top ourselves again by bringing to inContact’s user conference (ICUC) at NICE Interactions 2017 one of the hottest celebrities on the scene – Alec Baldwin! The post ICUC 2017 at NICE Interactions Welcomes Keynote Speaker – Alec Baldwin!
Envision
DECEMBER 27, 2017
Who could ask for anything more? Patents, awards, contracts and customers! There are times when you are so grateful, you just have to shout it out and tell all your friends. This year has been especially productive and rewarding making all of us at Envision so incredibly honored and proud.
Customers That Stick
JANUARY 2, 2017
We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. Customer Service Blog
Callminer
SEPTEMBER 5, 2017
Call center QA and monitoring teams are responsible for ensuring the quality of interactions between call center representatives and consumers. It goes without saying that this is an incredibly complex undertaking, particularly in large organizations with thousands of call center agents having many thousands of interactions with consumers every day. The problems that plague the […].
DMG
NOVEMBER 1, 2017
DMG Consulting Releases 2017 Workforce Optimization Mid-Year Market Share Report. What: Releases 2017 Workforce Optimization Mid-Year Market Share Report. When: Today, 1 November 2017. Background: DMG Consulting LLC , a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2017 Workforce Optimization Mid-Year Market Share Report. million between the first half of 2016 and 2017.
Aspect
OCTOBER 9, 2017
The post Looking Back on Customer Service Week 2017 appeared first on Aspect Blogs. It’s no secret that unhappy customers are much more likely to spread their poor customer service story than a happy customer. And why not?
Customer Experience Matters
JUNE 12, 2017
This year we’re publishing the 2017 Temkin Forgiveness Ratings, UK, which evaluates 157 companies across 16 industries based on a survey of 5,000 […]. 2017 UK Temkin Ratings Benchmarks Bruce Temkin Research Customer experience Industry Data Temkin Group ResearchEvery organization makes some mistakes, so an important area of loyalty is the willingness of customers to forgive them. That’s why Temkin Group has been measuring forgiveness for several years in the U.S.
Contact Center Pipeline
JUNE 2, 2017
I attended the ICMI Conference and Expo in Orlando, Fla., last week. It was a great event. I got to talk about ChatBots and OmniChannel, outsourcing in Granada and customer satisfaction surveys. I had a great demo from Gladly. If you haven’t seen their product, you really need to check it out.
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